Measuring user perceived service quality of online auction sites

Chung-Tzer Liu, Yi Maggie Guo and Tzong-Yin Hsieh

The Service Industries Journal, 2008, vol. 30, issue 7, 1177-1197

Abstract: This study proposes a measure for online auction sites' service quality (OA-SQ). The conceptualisation is based on a literature review of service quality research and an analysis of the unique characteristics of online auctions. A pilot study refined the initial scale. A second survey data set tests the final scale. Results of both exploratory and confirmatory factor analysis show high construct validity of the scale. The scale includes 24 items for seven dimensions: efficiency, system availability, privacy/security, compensation, personalisation, playfulness, and reputation.

Date: 2008
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DOI: 10.1080/02642060802617575

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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